Does your business suffer from customer churn? Do customers continually come and go? If so, growth can be difficult.
Simply put, the term “customer churn” refers to the situation when your existing customers stop doing business with you. When the time comes to again buy from you, they decline the opportunity.
Therefore, you can increase your profit margins while growing your customer base. Through a holistic approach, you can create for your customers an environment that inspires repeat business after an initial sale. Use the following tips to get started.
First impressions matter. As confirmed by statistics, the initial experience that customers have with a brand affect retention rates. So make sure you and your customers always start on the right foot.
Create a memorable “Aha!” moment where your customers are delighted to find exactly what they’re looking for. Next, give them a warm welcome. If you meet your customers in person, express your appreciation for their business. If you sell online, show them a welcome screen as soon as they sign up.
Onboarding is your process of helping new customers get the most from the products and services that they buy. It can also involve guidance for understanding their contracts, help with paperwork, and what to expect from their relationship with you.
When your customers are other businesses, you should introduce their key team members with important contacts in your organization. Likewise, your team members need to make reciprocal connections.
Generally speaking, by building close relationships during the onboarding process, you create a satisfying customer experience that will lead to repeat sales.
Great User Experience (UX)
To begin with, you need a responsive website that looks and functions properly on every screen size. Now that the majority of internet traffic comes from mobile devices, you can’t afford to deliver a bad experience to mobile users.
Your website should also be intuitive. Customers shouldn’t have to spend a lot of time trying to figure out how to find the information they need. Similarly, if you sell online, you should provide a way for customers to add items to their cart without having to leave your main page.
You should also provide a simple and fast checkout process that accepts all popular payment options.
Make doing business with your business easy by prominently placing your business’ contact information on your website. Include your location, telephone number, email address, and business hours.
Furthermore, your site should utilize tried and tested SEO methods to ensure that people can actually find your business with relevant search engine queries.
While you are working on your site and making changes, don’t take it offline – every minute your site is offline can result in missed opportunities. Instead, use the Coming Soon & Maintenance Mode WordPress Plugin. This allows you to display an attractive page that contains your contact information temporarily. It also displays important information to visitors so they can still interact with your company.
For starters, you should make it easy for your customers to ask questions and receive prompt and accurate answers. Also, when your customers have a problem, you should quickly provide them with a satisfactory resolution.
To streamline your customer service, publish easy-to-read, easy-to-understand policies. These should cover important information such as terms of sale, refunds and exchanges, shipping, warranties, and after-sale service.
By answering common questions in advance, your customers can quickly get the answers they need without contacting you.
You can use your website to make your company responsive to your customers. In addition to posting your policies there, you can provide product specifications, online FAQs, and a knowledge base. When you do, your customers can get answers even when you’re closed.
Software solutions can also streamline your customer service and support activities. For example, you could use a chatbot to give your customers an instant response to their questions. When the chatbot doesn’t know the answer, it can transfer customers to a live agent.
Your responsiveness will earn your customers’ loyalty.
Milestones and Loyalty Programs
Keep your customers engaged with your brand and give them a reason to come back. Do this by creating strategic milestones that provide reminders and incentives. For instance, you may give your customers a special “thank you” gift after a certain number of purchases.
In such a case, supposing you sold coffee, your customers could earn a free cup after purchasing nine. As a result, your customers get a ten-percent discount, but only if they continue buying from you.
Similarly, you could offer increasing discount levels for repeat purchases. In essence, you are sharing the benefits of repeat business with your customers. You also increase the cost your customers will incur should they choose to take their business elsewhere.
Keeping track of your customers’ milestone and loyalty status can become a major task, especially as your customer retention rate improves. So, acquire a third-party customer loyalty app to automate your program.
In addition to simplifying your milestone and loyalty programs, your app can track and analyze your customers’ behavior. This information can help you measure the effectiveness of your strategy and optimize it for improved results.
In the end, you can grow your business and increase its profitability by reducing customer churn. So, make sure your customer retention strategy includes onboarding and a fantastic online and offline user experience. Finally, by providing incentives alongside world-class service and support, your company will grow.